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 Last
month, I
expanded on the deliverable Service, a key principle of a
successful relocation management company (RMC). Relocation management
has become more complex with new legislation, drastic market changes,
and the Internet. However, clients should strive on behalf of their
relocating employees to partner with an RMC that understands the
complexities of the industry and works with transferees to create a
smooth transition.
Simplicity is key when undertaking the
management of benefits and allowances, service partner coordination,
the disposal of a home, processing the benefit package in a timely
manner, and to meet home and/or host country obligations.
Too often, an RMC's operations cause confusion,
duplication, and delays. It is important for employers to understand
the workflow of a move and always expect the RMC to keep it simple.
This is also true of the employer's direct relationship with the RMC.
The selection of the right account manager and counseling
team--understanding the need for empathy, simplicity, and what is
important to the client--should always be a priority, no matter
market challenges.
WHR has always believed the limiting of
"agendas" is important when managing a relocation. First,
consider the transferee's agenda--juggling work and family along with
the stress of moving. Second, consider the employer's agenda--cost
savings and a return on investment. Next, the RMC has an agenda of
its own as well--operating procedures that lead to a successful
transaction. Limiting agendas streamlines the relocation process for
all involved parties. When agendas align, the relocation process
comes full circle, providing for a smoothly managed transition:
- The RMC understands the needs and
goals of the client
- The RMC's employees understand the
unique needs of each transferee:
- When is a good time to reach the
transferee?
- Would the transferee prefer phone
conversations or emails?
- What are time-critical dates?
- Should the spouse/partner, if
applicable, be included in the discussions?
- The vendors chosen by the RMC should
be measured for performance
- All parties must be aware of the
implementation process:
- Establish communication processes
- Establish the necessary workflow
specific to client policy and needs
- Establish exception guidelines
Getting all involved parties on the same page for
relocation management makes for a simplified workflow. At WHR, our
clients each have a single point of contact, as do their transferees.
This communication process allows for complete transparency of needs
and a solid roadmap for successful completion of a relocation file.
Stay tuned next month for more on Technology,
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Relocation Tip of the
Month
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Tips for moving with kids.
Relocation volume tends to pick up late spring with families that
waited to move until school is out. As a Client, remember that moving is
stressful on the whole family. Try offering tips to employees moving
with kids, such as packing toys (and other items to keep them busy)
into one box to keep with on the trip, mapping out certain
kid-friendly stops along the way, and recommending to unpack the
kids' rooms first so they have time and a space to settle in while
unpacking the rest of the house.
For WHR Partners,
consider offering complimentary stickers or travel-sized boardgames
for the children to stay busy and safe from all the commotion of
packing or when touring the new location before moving.
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What Buyers
Can Expect Across the Country
By Donna Fuscaldo, FoxBusiness.com
When it comes to playing the real estate game, your
playbook will vary depending on where you live. Some markets are
cooling off from their recent resurgence, but other markets--particularly
metropolitan areas on the coasts--are staying hot with demand.
A new survey of Coldwell Banker real estate agents
shows buyers looking to purchase a home in Seattle, Memphis or areas
in between have a good chance of having to contend with tight
inventory and bidding wars.
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Real Estate and Taxes Are
Inextricably Intertwined
By Stephen Fishman, Inman
News
Taxes and real estate go together like butter and
toast.
Whether a client is buying or selling a home, rental
property or commercial property, they need to know the tax
ramifications involved.
Continue reading...
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The New Math
of Renting vs. Buying
By Annamaria Andriotis, WSJ.com
Buying a
home has long been part of the American dream. But rising prices have
made renting less expensive in many places.
People often
aspire to own a home for reasons that have little to do with money,
and rental options are limited in some communities. Yet owning
property can limit your flexibility to move when you want and ties up
a lot of your money.
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Customer Experience Metrics
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As we
constantly look for ways to improve our service, one change we are
embarking upon is the implementation of a Net Promoter Score® program
to benchmark WHR against the best companies in the service
industry.
NPS measures
the question, "How likely is it that you would recommend WHR as
a relocation management provider to a friend or colleague?"
"Promoters" have responded to this question with a 9 or 10.
"Passives" have rated the company a 6 - 8.
"Detractors" have rated the company a 1 - 5.
Formula:
(Promoters - Detractors) ÷ Total Number of Responses
= Net Promoter Score
Find out
more about how WHR is implementing NPS here.
Net Promoter,
Net Promoter Score, and NPS are registered trademarks of Bain &
Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.
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View
the new issue of Themes on the Economy by
Diane Swonk, presented by Mesirow Financial
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Follow
Worldwide ERC CEO Peggy Smith's blog about workforce
mobility and other industry issues
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"[My two relocation team members] have been extremely
helpful and very calming/encouraging throughout this process that can
be emotionally taxing in many ways. I'm especially grateful for their
prompt, thorough support!"
~Austin;
Hackettstown,
NJ
"[My WHR counselor] has been
great--very patient with all my questions and followed up in a timely
manner when I emailed her."
~Sarah;
San Francisco, CA
"[My WHR counselor is a]
wonderful person to work with--honest, effective, and was able to sell
my house prior to listing."
~Jeffrey;
Minneapolis, MN
"[My two relocation team
members] were outstanding! Remarkable customer service! We were lucky
to have worked with them."
~Rosemary;
Lincoln, NE
"[My two relocation team
members] have been outstanding --very quick to respond."
~Christina;
Bakersfield, CA
"They are the best; they
helped me so much. I can't even begin to thank them enough."
~Jason;
Bloomington, IL
"I've had a great experience
with my relocation team. They understand this can be a very stressful
and confusing process. I love working with my team."
~Je'Naine;
Benicia, CA
"Sarah and Shannon have been
extremely helpful in answering my questions and were extremely
courteous."
~Paulie;
Elk Grove, CA
"I felt very comfortable
working with [my two relocation team members]. Both were professional
and knowledgeable. They worked well together and were very efficient.
They are a great team!"
~Barbara;
Ellicott City, MD
"This has been a very smooth
process so far. All parties we have dealt with have been professional,
knowledgeable, and responsive. We have had no concerns."
~Amy;
Cottage Grove, MN
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